Mounia BOUTMAYA
Bouskoura
Summary
A dynamic and results-oriented professional with extensive experience in supply chain and customer service management for over 20 years. Proven track record in strategic planning, demand forecasting, and logistics management, driving efficiency and cost savings across multi-site operations. Adept at leading cross-functional teams and collaborating with key stakeholders to align supply chain strategies with corporate goals.
Overview
21
21
years of professional experience
Work History
GROUP SUPPLY CHAIN AND TRANSFORMATION DIRECTOR
SILENT BELEIVERS DISTRIBUTION - FMCG-
02.2024 - Current
- Oversee end-to-end supply chain and logistics operations, including warehousing across 22 sites, managing an inventory capacity of 65.000 pallets over 45.000 sqm.
- Manage budgets (110 M MAD) effectively to ensure optimal use of resources while maintaining financial stability meeting Group targets.
- Collaborate with Production, Finance, Sales and Marketing to align the demand flow with the product flow through the S&OP process, ensuring optimal stock levels and adherence to company guidelines
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations for the group supporting exclusive distribution contract (RB, Starbucks, SCJohnson, Huggies, Himalaya,...) .
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Lead and coordinate inbound/outbound logistics, optimizing efficiency and ensuring timely order fulfillment for whole group including Fresh food and FMCG activities
- Implement digital transformation initiatives, introducing automation and data-driven processes to streamline supply chain operations removing non value added tasks.
- Spearhead the adoption of advanced technologies (WMS, TMS, etc.) to enhance logistics efficiency and visibility across the supply chain.
- Monitor KPIs and implement corrective actions to ensure continuous improvement and achievement of performance goals.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Implemented innovative programs to increase employee loyalty and reduce turnover, overseeing a 420 person team, restructuring for workforce efficiency and driving change management.
- Redesign distribution networks and Lead transformation projects, to strengthen supply chain resilience and align results with company objectives.
- Manage a full fleet of 850+ vehicles across the group, ensuring alignment with strategic business goals.
HEAD OF SUPPLY CHAIN & CUSTOMER SERVICE CENTER MOROCCO
AVON MOROCCO
06.2019 - 09.2023
- Managed a local pick and pack platform with 4,000 references and 1,200 daily orders, overseeing 5,000 pallet spots
- Facilitated cross-functional collaboration to optimize operational efficiency
- Coordinate with Demand Forecasting, Customer Service, Sales, Marketing and IT to act as a link between the 'demand flow' and the 'product flow' to ensure optimal stock levels and adherence to company guidelines
- Achieved a 95% Order Fill Rate (OFR) and 99% Piece Fill Rate (PFR), ensuring timely availability of goods
- Implemented inventory plans resulting in a 25% in logistics cost & 40 days in stock
- Oversaw a yearly budget of 55 million MAD, ensuring strategic financial planning and resource allocation
- Managed customer service operations for over 40,000 customers, focusing on satisfaction metrics and process optimization (First Contact Resolution (FCR) Rate, Average Response Time, Net Promoter Score (NPS), Call Abandonment Rate)
- Implemented innovative strategies to enhance the customer experience, including home delivery with 25% adoption rate and personalized services (relay spot, personalized delivery, …)
OPERATIONS AND CUSTOMER SERVICE MANAGER
AVON MOROCCO
02.2012 - 05.2019
- Coordinate customer service activities, operations, and vendor relationships
- Implement continuous improvement initiatives, diversifying order distribution channels
- Analyze performance reports and collaborate with the cluster team for corrective actions
- Effective preparation, implementation and review of budget plan (20 M MAD)
- Lead and Take part of new project implementation
- Team management: Recruitment, Performance evaluation, training, coaching, development, motivation & Delegation
LOGISTICS & CUSTOMER SERVICE SUPERVISOR
AVON MOROCCO
12.2006 - 02.2012
- Drive the attainment of quality targets for the department, enhancing customer satisfaction through continuous improvements in service delivery
- Facilitate seamless coordination of processes encompassing order collection, registration, goods importation, order delivery, payment collection, goods returns and claims
- Proactively monitor service levels and initiate corrective actions as needed, ensuring optimal performance and customer satisfaction
- Identify and implement process improvement initiatives and cost reduction strategies to align with Profit plan targets and ensure uninterrupted service operations
SENIOR MATERIAL PLANNER
PROCTER & GAMBLE MOROCCO
08.2004 - 12.2006
- Supply and planning of raw and packaging materials-MRP-II
- Management, Monitoring and optimization of storage space aiming to reduce cost and improve key performance indicators
- Monitoring of supplier reliability (On Time In Full quantity/ OTIF)
- Development of 'Service Level Agreement' with all suppliers
- Identification of the upstream flow Providers (Time Management Flow Analysis _TMFA)
- Participation in new product launches seeking to avoid scrap and excess inventory on raw and packing materials
ACCOUNT EXECUTIVE FOR INTERNATIONAL CUSTOMERS
MAROC FACTORING
01.2004 - 08.2004
- Conflict management customer-supplier (Import / Export)
- Financing and advising clients
- Insurance and collection of accounts receivable
- Study of prospects records, financial analysis, banking information on the prospect
Education
MBA -
Ecole Nationale Des Ponts Et Chaussées
01.2016
MASTER DEGREE -
High Study of Management School _ HEM _
01.2003
Science Baccalaureate - experimental section
Al BAROUDI SCHOOL
01.1999
Skills
- Operational Excellence
- Customer Service Excellence
- Strategic Planning & Demand Forecasting
- People Management & Team Leadership
- Process Improvement
- Inventory Management
- Supply Chain Optimization
Languages
Arabic (native speaker)
Proficient
C2
French (fluent)
Proficient
C2
English (fluent)
Proficient
C2
Spanish (basic knowledge)
Intermediate
B1
Training
- Stock Management, Kalipro, 12/2004
- Time Management, P&G, 2005
- 7 Habits for Highly Effective People, Casablanca, 2006
- Finance for Non-Finance, Madrid, 2012
- Personal Development & Leadership Skills, Dale Carnegie, 04/2012
- Management Skills for Leader (wave 1), Northampton UK, 2012
- Management Skills for Leader (wave 2), London UK, 2013
- Impact on Leadership Training, London UK, 2015
Timeline
GROUP SUPPLY CHAIN AND TRANSFORMATION DIRECTOR
SILENT BELEIVERS DISTRIBUTION - FMCG-
02.2024 - Current
HEAD OF SUPPLY CHAIN & CUSTOMER SERVICE CENTER MOROCCO
AVON MOROCCO
06.2019 - 09.2023
OPERATIONS AND CUSTOMER SERVICE MANAGER
AVON MOROCCO
02.2012 - 05.2019
LOGISTICS & CUSTOMER SERVICE SUPERVISOR
AVON MOROCCO
12.2006 - 02.2012
SENIOR MATERIAL PLANNER
PROCTER & GAMBLE MOROCCO
08.2004 - 12.2006
ACCOUNT EXECUTIVE FOR INTERNATIONAL CUSTOMERS
MAROC FACTORING
01.2004 - 08.2004
MBA -
Ecole Nationale Des Ponts Et Chaussées
MASTER DEGREE -
High Study of Management School _ HEM _
Science Baccalaureate - experimental section
Al BAROUDI SCHOOL
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